Senior Incident Commander - Remote

Overview

The Senior Incident Commander is responsible for coordinating incident activities across multiple teams and geographies, aiming to resolve incidents quickly and clearly while enhancing customer satisfaction.

In Short

• Coordinate incident activities across teams and geographies.
• Create effective processes to reduce Mean Time to Resolution.
• Avoid chaotic efforts and ensure clear communication.
• Collaborate with SRE and Customer Support teams.
• Develop frameworks and training programs for Incident Commanders.
• Build a team to improve service quality.
• Other duties as assigned.

Requirements

• BS in Computer Science or equivalent.
• Experience in customer service and technical support in SaaS.
• Previous experience with production incidents.
• Proven success in teaching and coordinating complex activities.
• Excellent verbal and written communication skills.
• Strong coaching and training skills.
• Familiarity with blameless postmortem philosophy.
• Ability to assess situations and make rapid decisions.
• Strong interpersonal skills and a can-do attitude.
• Curiosity and a desire to learn new technologies.

Benefits

• Competitive salary and company bonus.
• Strong maternity and paternity scheme.
• Workplace pension scheme.
• Flexible holiday package.
• Private medical insurance.
• Dental plan.
• Group life assurance.
• Group income protection.
• Employee assistance programme.
• Monthly wellness allowance.
• Adoption assistance and stock options.